Millions of airline passengers face delays, cancellations, and missed connections annually, yet many are unaware of their legal rights under European passenger protection laws. Irina Ciochiu, founder of FlightHelp, is advocating for greater passenger awareness, emphasizing that an airline's first response may not be the final word.
According to European industry estimates, more than 30 million passengers across Europe may be eligible for compensation each year under EU261 regulations. However, studies suggest that fewer than 40% of eligible passengers actually file a claim, leaving billions of euros unclaimed. With European air traffic having returned to near pre-pandemic levels, the number of passengers affected by operational disruptions is rising.
Ciochiu, who studied law at the University of Craiova, founded FlightHelp to help passengers navigate complex compensation regulations. She notes that many regulations are difficult for ordinary people to use without guidance. "Passenger rights only matter if people are actually able to enforce them," she says.
One of the biggest misconceptions, according to Ciochiu, is that airlines' initial rejections are always final. She cautions passengers to be particularly wary when airlines cite "extraordinary circumstances" as a reason for denying compensation. "Even when airlines cite extraordinary circumstances, passengers may still qualify for compensation depending on the actual facts," she explains. "Many travelers simply do not have access to the operational information needed to properly assess those decisions."
Airlines often do not provide detailed operational causes in writing, making it difficult for individuals to verify if a denial is justified. Ciochiu advises passengers to preserve key information and seek professional guidance when necessary. "The real challenge is translating complex rules into practical solutions for everyday travelers," she says.
To help passengers, Ciochiu recommends several practical steps after a significant disruption: keep boarding passes and booking confirmations, save all airline communications, record actual arrival times, keep receipts for extra expenses, document what airline staff say at the airport, learn the basics of EU261, and seek professional help before accepting a rejected claim as final.
"Simple preparation can make a significant difference later," she says. "Passengers are in a much stronger position when they have complete information."
The importance of passenger awareness is underscored by the scale of potential claims and the low rate of submissions. Improved education can encourage greater transparency and accountability across the aviation industry, benefiting all travelers.
